iX Customer Support
Open Tickets and Review
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Hardware Warranty & Support Procedures
Please contact iXsystems directly to open support and warranty tickets, using any of the following methods:
Customer Support Portal:
Open support tickets, review ticket history, access Knowledge Base, and locate product documentation.
US Toll-free 1 (855) 473-7449
International +1 (408) 943-4100
Additional international phone numbers https://www.ixsystems.com/contact-us/
The iXsystems TrueNAS Support Team is available to customers with standard warranty claims or other support needs from 6:00 AM to 6:00 PM Pacific Standard Time, Monday through Friday. Calls that take place before or after these hours will be answered by an answering service with prompts to leave a message, and an iX team member will return your call the next business day.
For customers with support coverage beyond the Standard Warranty, additional terms and conditions for your specific product family and elevated support tier can be found on our TrueNAS® Enterprise Support Service Coverage or iXsystems Server Warranty Web pages, and may be amended by iXsystems.
Basic Warranty Coverage
iXsystems guarantees that all servers and storage appliances will be free of defects in materials and workmanship for three years for iXsystems rackmount servers and TrueNAS Enterprise appliances from the original date of invoice, and one year for TrueNAS Mini products from the date of invoice.
iXsystems provides warranty services based on the type and the duration of the service purchased. All warranty events are handled directly by iXsystems, to include, but not limited to, all technical support, all repair part shipments, and all factory repairs.
Customers are responsible for installing and maintaining all equipment in a safe working environment and in accordance with industry standards.
Our obligation and the only remedy to our valued customers is the right to repair or replace defective products under warranty as appropriate in our sole discretion. iXsystems reserves the right to employ refurbished or recertified components in the performance of our warranty.
Warranty Extensions & On-Site Service
Warranty extensions may sometimes be available for purchase after the time of sale but can only be guaranteed at the point of purchase due to the variability of component availability after purchase. The standard warranty does not include onsite services. Additional support options may be available for your product, such as onsite support with next business day response time, or 24/7 support with four hour onsite response. You can also extend phone/email help desk support to 24/7. Extended warranties and additional support service options are available based on your specific product, and can be viewed at iXsystems.com/support.
If a warranty is permitted to be extended after a lapse in warranty, a lapsed warranty fee will be charged along with the prorated amount for the portion of the lapsed warranty.
Your iXsystems Account Representative can quote rates for all extended support options in your region.
The iXsystems standard warranty does not apply to items that are in one or more of the following categories: all software, external devices (except as specifically noted on invoice), accessories or parts added to an iXsystems system after shipping from iXsystems, accessories or parts not acquired through iXsystems or provided by others, and accessories or parts that are not installed in the iXsystems factory. We do not guarantee or warrant compatibility of any product not offered and qualified by iXsystems.
iXsystems does not warrant the uninterrupted, or error-free operation of any product. The warranty does not cover damage due to external causes, such as accidents, misuse, negligence, physical damage, natural disasters, terrorism, electrical power issues, unauthorized servicing, non-compliant usage, or lack of recommended preventive maintenance.
iXsystems is not liable for any failure to perform or delay in performance of its obligations when and to the extent such failure or delay in performance is due to events outside its reasonable control (“Force Majeure Event”), including without limitation: acts of God, embargoes or blockades, unavailability or breakdowns of public or private telecommunication networks, inability or delay in obtaining supplies of adequate or suitable materials, action by any government authority, including, but not limited to, legislation, orders or restrictions, any industrial action, labor strikes, stoppages, or slowdowns, civil commotion or unrest, terrorist threats or acts, war, or natural disaster. During a Force Majeure Event, iXsystems’ performance is deemed suspended, and at its sole discretion, iXsystems can offer an extension of contract for the duration of the event. During a Force Majeure Event, iXsystems will use reasonable efforts to resolve the failure or delay in its performance.
The warranty will be voided if payment is not made in accordance with the standard terms and conditions of sale.
The manufacturer, supplier, or publisher of any products other than integrated complete computer and storage systems with the iXsystems brand logo is responsible for providing any service or support for those products.
Return Merchandise Authorization
During the applicable warranty period, components or an entire server may be returned to iXsystems for repair. When an item is being returned for repair, credit, refund, or replacement, a Return Merchandise Authorization (RMA) number must first be obtained by contacting iXsystems. iXsystems RMA numbers are valid for 30 days after the date of issuance. The RMA number(s) must be prominently displayed on the shipping label of any box containing returned goods (it will already be present on shipping labels provided by iXsystems). Please do not mark directly on the box itself. Any product returned without an RMA number, incomplete and/or not in resellable condition, or with an RMA number over 30 days old, may be refused for credit or refund.
Any returns, regardless of the state of the product(s), must be shipped back to iXsystems in their original packaging to avoid damage or delays. iXsystems can supply replacement packaging (fees may be required) for returning equipment if the original packaging is lost or damaged. Damages sustained to the product due to incorrect packaging may result in an invoice for the replacement costs or damages. iXsystems will offer prepaid shipping labels for the item’s return in most RMA instances at our discretion.
NOTE: Before you ship the product(s) to iXsystems, make sure to back up any data on the hard-disk drive(s) and any other storage device(s) in the product(s). Remove any removable media, such as drives or PCIe devices not originally installed by iXsystems. iXsystems does not accept liability for lost data or software.
Advanced Replacement and Returns
The Standard iXsystems Warranty does not include advanced replacement and returns of components or systems. Replacement times are variable and subject to inventory on-hand at the time of the claim. Advanced component replacement and returns are available as part of an extended warranty offering and are governed by a separate Advanced Replacement Service Level Agreement (SLA found on our TrueNAS® Enterprise Support Service Coverage or iXsystems Server Warranty Web pages. If an Advanced Replacement SLA is required, extended warranty services or spares kits may be purchased for some products. Defective items(s) must be returned to iXsystems within 30 days of the Advanced Replacement Shipment.
For component or system returns on advanced replacements, iXsystems will issue a prepaid shipping label along with the replacement component(s) so that the defective component can be returned. This shipping label is time-limited. Failure to return parts within 30 days may result in a “Support Hold” placed on the account, suspending all support and warranty contracts, and an automated invoice issued for the full cost of the replacement component. Failure to submit payment of this invoice within 15 days may result in termination of the support contract and/or warranty.
iXSYSTEMS DISCLAIMS AND THIS WARRANTY IS EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES EXPRESSED OR IMPLIED AT LAW OR IN EQUITY WITH RESPECT TO THE PRODUCTS, ANY RELATED SERVICES OR LABOR OR THEIR CHARACTERISTICS, QUALITY OR PERFORMANCE, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
No agent, representative, or any other person is authorized by iXsystems to give on iXsystems’ behalf any representation or warranty as to the products or to assume for iXsystems any liability pertinent to the products under any circumstances.
IN NO EVENT SHALL IXSYSTEMS BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND ARISING FROM THE USE OF OR FAILURE TO USE THE PRODUCT(S), WHETHER IN CONTRACT, WARRANTY, TORT, NEGLIGENCE, STRICT LIABILITY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS OR REVENUE, LOSS OF USE OF PRODUCTS, DELAYS, OR CLAIMS OF YOUR CUSTOMERS FOR SUCH OR OTHER DAMAGES.